After awarding the T-Mobile:BT bout to T-Mobile recently it seems only fair to reconsider their service superiority after reading this horror story from previously-satisfied customer and sometime blogger with The Independent Nat Guest. A great example of how to write complaints and a really superb example of how not to act as a service provider when you mess up.
Month: August 2012
Service Smackdown 3: Olympic Special Part 2 – the service legacy
So now the dust has settled on London 2012 and, with a bit of distance, we can try to take some lessons from the event and see what makes for a great customer experience every time, not just at a once-in-a-lifetime event. Here’s my take on what worked and what we can learn…
Service Smackdown 3: Olympic Special Part 1 – London 2012 vs the World
A colleague once passed on the received wisdom that when a business starts to use sporting metaphors it’s a sure sign that it’s in trouble. Be that as it may, this post offers some lessons from the London 2012 Olympics for delivering superior service and a terrific customer experience. This means changing the rules for the Service Smackdown – which, since I made them up and they are basically unfair, I’m at liberty to do – as I’m not able to compare London 2012 with anything even vaguely similar – the scale and uniqueness of the undertaking makes that impossible. Consider this to be more of an exhibition bout then since, on the basis of my direct experiences so far it’s at least podiumed* on customer service.